3
4.1.8
Australia Patch 5, Australia Patch 2, Zurich Patch 12, Zurich Patch 9, Zurich, Yokohama Patch 1
Generative AI
Agentic AI - Automated KB Generation is an enterprise-ready ServiceNow solution that automates the end-to-end knowledge generation lifecycle from clustered incidents. Leveraging Flow Orchestrator, Flow Designer, Now Assist Skills, and AI Search, the application intelligently recommends the most appropriate knowledge article template, generates structured knowledge content using configurable criteria, routes requests through an approval workflow, and publishes high-quality knowledge articles into ServiceNow Knowledge Management.
The solution includes intelligent processing to determine whether to create a new knowledge article, update an existing one, or skip generation when no meaningful changes are detected, helping organizations maintain an accurate and relevant Knowledge Base. Configurable templates, criteria, system properties, dashboards, and end-to-end generation tracking provide the governance, flexibility, and visibility required for enterprise deployments while optimizing AI usage and reducing manual effort.
Business Challenge:
Organizations face increasing support volumes while relying on manual, time-consuming, and inconsistent knowledge creation processes. Valuable knowledge often remains buried within incident data, resulting in duplicated effort, outdated articles, delayed resolutions, and reduced self-service effectiveness. This application addresses these challenges by automating governed knowledge generation, standardizing content through configurable templates and approval workflows, and ensuring that high-quality knowledge is continuously created and maintained with minimal manual intervention.
- Intelligent Knowledge Article Generation
- Automatically analyzes clustered incidents and generates structured, high-quality knowledge articles using Flow Designer and Now Assist Skills.
- Generates issue descriptions, troubleshooting steps, resolutions, and other knowledge sections optimized for ServiceNow Knowledge Management and AI Search.
- Smart Template Recommendation & Criteria-Based Generation
- Recommends the most appropriate Knowledge Article Template for each incident cluster.
- Generates knowledge content using configurable Criteria Items.
- Automatically applies template-specific criteria with configurable fallback criteria for consistent and accurate knowledge generation.
- Approval-Driven Knowledge Governance
- Stores all knowledge generation requests in the Knowledge Generation Tracker.
- Routes requests through an approval workflow before article generation.
- Enables Knowledge Administrators to review requests, modify recommended templates, and approve or reject generation.
- Sends configurable email notifications to approvers.
- Flow Orchestrator-Driven Automation
- Uses Flow Orchestrator and Now Assist Skills to orchestrate the complete knowledge generation lifecycle.
- Automates template recommendation, approval workflows, criteria-based content generation, article evaluation, and Knowledge Base updates.
- Improves scalability, governance, execution consistency, and operational efficiency while optimizing Now Assist consumption.
- Intelligent Knowledge Processing
- Evaluates clustered incidents against existing Knowledge Base articles.
- Determines whether to create a new article, update an existing article, or skip generation when no meaningful changes are detected.
- Helps maintain a clean, accurate, and up-to-date Knowledge Base.
- Configurable & Enterprise-Ready Processing
- Supports extensive configuration through system properties.
- Configurable settings include approval email recipients, knowledge administrator assignment, evaluation thresholds, maximum incident limits, maximum character limits, and processing behavior.
- Enables organizations to adapt the solution without requiring customizations.
- End-to-End Knowledge Generation Tracking
- Tracks the complete knowledge generation lifecycle through the Knowledge Generation Tracker.
- Monitors processing status, approval state, selected templates, execution progress, generated knowledge articles, and final outcomes.
- Provides administrators with a centralized interface to monitor and manage all knowledge generation activities.
- Native ServiceNow Integration & Optimized AI Execution
- Integrates natively with ServiceNow Knowledge Management, Flow Designer, Predictive Intelligence, AI Search, and Now Assist Skills.
- Delivers scalable, governed, and enterprise-ready knowledge generation through optimized AI execution and deterministic workflow orchestration.
- Flow Orchestrator-Based Knowledge Generation
- Replaced the Agentic AI workflow with Flow Orchestrator for deterministic, scalable, and enterprise-ready orchestration.
- Coordinates template recommendation, approval routing, criteria-based content generation, evaluation, and Knowledge Base processing using Flow Designer and Now Assist Skills.
- Improves execution reliability, governance, and Now Assist consumption efficiency.
- Configurable Template & Criteria-Based Knowledge Generation
- Introduced configurable Knowledge Article Templates and Criteria Items.
- Automatically recommends the most appropriate template for each incident cluster.
- Supports configurable fallback criteria when template-specific criteria are unavailable.
- Allows Knowledge Administrators to review or modify the recommended template before article generation.
- Approval Workflow with Email Notifications
- Added an approval-driven knowledge generation workflow.
- Stores requests in the Knowledge Generation Tracker before article generation.
- Routes requests for approval and sends configurable email notifications to approvers.
- Allows approvers to review, approve, reject, or modify the recommended template before generation.
- Intelligent Knowledge Processing
- Compares clustered incidents with existing Knowledge Base articles.
- Determines whether to create a new knowledge article, update an existing article, or take no action when no meaningful changes are detected.
- Reduces duplicate and unnecessary knowledge article generation while maintaining an accurate Knowledge Base.
- Configurable Application Settings
- Introduced system property-based configuration.
- Supports administrator assignment, approval notification email address, evaluation threshold, maximum incident count, maximum character limit, and no-change processing behavior.
- Enables organizations to customize application behavior without code changes.
- Dashboard & Knowledge Generation Tracker Enhancements
- Added interactive dashboards and enhanced the Knowledge Generation Tracker.
- Provides end-to-end visibility into approval status, processing progress, execution results, article generation trends, and operational metrics.
- Offers a centralized interface for monitoring, reporting, and governance of knowledge generation activities.
Not applicable for this application version.
Predictive intelligence(com.glide.platform_ml)
Now Assist Al Agents(sn_aia)
Now Assist for IT Service Management (ITSM) (sn_itsm_gen_ai)
Al Search(com.glide.ais)
GenAl Core(x_w4f_genai_core)
Knowledge Management Core(Knowledge Management Core)